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About the Role
This role leads a multidisciplinary team to bring PwC’s firmwide Client Experience vision to life, delivering a connected, insight-led, and distinctive client experience. It involves designing, delivering, and embedding Client Experience at the heart of Customer Success and the customer journey, translating the vision into practical plans and measurable outcomes.
Responsibilities
- Lead and embed the Client Experience agenda, translating the firmwide vision into clear priorities, measurable outcomes, and consistent ways of working.
- Collaborate with stakeholders to design and embed clear, consistent expectations for customer service and experience.
- Build and lead the Client Experience capability, providing leadership across Client Listening, Client Insight, and Buyer Engagement.
- Lead the Client Insight team to turn client feedback into action and translate insight into meaningful interventions and improvements.
- Use client insight to identify and shape key client interactions, ensuring they are designed and delivered with the client's perspective.
- Lead the development of strategic buyer programmes, using insight into evolving buying trends and behaviours to shape relevant engagement and experiences.
- Act as the voice of the client across Customer Success, ensuring client needs and feedback remain central to decision-making.
- Provide Client Experience SME leadership across wider programmes and initiatives impacting the client journey.
- Shape exceptional client experiences by collaborating across the business to embed consistent standards and best practices.
- Use client and buyer insight, relationship intelligence, and data to identify opportunities, measure success, and continuously improve experiences.
Requirements
- Significant experience leading Client or Customer Experience initiatives within a large B2B, professional services, financial services, technology, or enterprise environment.
- Successfully delivered Client Experience programmes, frameworks, operating models, or capabilities at scale, driving measurable business impact.
- Strong expertise in journey design, client listening, Voice of the Customer, and experience measurement, with a focus on continuous improvement.
- Strong client-facing experience and confidence engaging with senior clients and buyers.
- Deep understanding of the client buying journey and critical moments influencing buyer perceptions, decisions, and relationships.
- Combine commercial acumen with a clear understanding of how exceptional client experiences strengthen relationships, loyalty, and growth.
- Confident influencing senior stakeholders, translating strategic priorities into clear delivery plans, and leading high-performing, inclusive teams.
- Highly effective collaborator and communicator, able to engage, align, and bring people along across teams and stakeholder groups.
- Strong track record of working through others and alongside peers to navigate complexity, build alignment, and deliver significant cross-functional programmes.
- Leverage client feedback, buyer insights, relationship intelligence, Salesforce data, and qualitative research to shape strategy, identify opportunities, and drive change.
Skills
- Client Experience
- Customer Success
- Client Listening
- Buyer Engagement
- Client Insight
- Journey Design
- Voice of the Customer
- Experience Measurement
- Stakeholder Management
- Team Leadership
- Collaboration
- Communication
- Commercial Acumen
- Relationship Management
- Data Analysis
Location
- Office
- Home
- Client Site
Work Type
- Hybrid
Experience Level
- Senior
Benefits
- Empowered flexibility
- Working week split between office, home, and client site
- Private medical cover
- 24/7 access to a qualified virtual GP
- Six volunteering days a year
About the Company
- PwC